Customer Service Keynotes

In
the “Be Distinct or Be Extinct” talk, Femi shares unique customer service
insights that sets successful organizations apart from the rest. The fact is that
competition has ramped up significantly over the years and unless there is
something distinct about the service you offer (or how you offer it….), you
might not be able to retain your competitive advantage for much longer.

Great
businesses are based on service. They differentiate their offering on service
and not necessarily price alone because research has proven again and again
that consumers are willing to pay a premium, provided they “get great service”.

For consumers, it’s never just about the product, it’s all about the
“experience that comes with buying the product”...READ MORE

The
leadership for service excellence programme is designed to equip your customer
service managers and supervisors, the knowledge, tools and coaching skills that
are critical in creating and maintaining a culture of service excellence within
your organisation.

Training
your front-line staff to deliver exceptional service is critical, however, it
is important to remember that managers and supervisors also play an important
role in ensuring that high service standards are implemented and maintained.

Service
excellence in any organization is always driven by clear strategic direction
from the leadership. Leadership drives culture and culture is the single
largest differentiator of exceptional organisations from mediocre ones. READ MORE

The
reality is that today’s consumer is better prepared, more savvy, and they want
it all – value for money, a great price and above all world class service
experience. When a business cannot deliver on these expectations and deliver
well, customers switch and they switch quickly. Consequently, research is
increasingly showing that it is no longer enough to merely satisfy customers.

Making
customers loyal to your products or services and turning them into raving advocates
for your brand now means that companies must exceed customer expectations and
deliver exceptional experiences to customers, consistently!

Maximising customer
loyalty and customer retention is the key to long term business success. READ MORE

Delivering
exceptional customer service experience is more than a series of steps of “how
to guides”. It ultimately comes to appreciating the customer’s desire to choose
do business with your organization as opposed to your competition; and that
appreciation is reflected by asking ourselves, “how do I deliver value to this
customer?”.

Value
is never about how a business perceives value, but rather how its customers
perceive value.

When
customers make a purchase decision, they are not merely looking to purchase a
mere “product or service”. They are
constantly seeking value relative to the price they are paying. They want
brands that have proven their worth, they want to deal with...READ MORE

Organisations
can only truly be effective in delivering exceptional service to their external
customers if their internal customers are treated with the same standard of
service.

Everyone in the organisation plays a key role – irrespective of
whether they are front-line or not. For instance, without ongoing support from
internal business units such as HR, Finance, IT, front-line service staff would
become extremely limited in dealing with external customers on an on-going
basis.

For organisations to deliver exceptional world class service to
their customers they must first start from within.READ MORE

World
class customer service begins and ends with attitude. Every employee begins
every engagement with a customer with an attitude and this attitude will be
reflected in their actions, body language, tone of voice, choice of words and
behaviour.

While
we may have little control over the customer’s attitude, we always have control
over our own – and our attitude can make or break the customer experience!

The
most successful organisations know that world class customer service culture is
created when the business is built around the customer and not the customer
around the business. They build the
business around the customer when staff are willing to go the extra mile, when
they attempt to know and exceed customer expectations and when they genuinely
and consistently put the customer first – all of which is reflected in their
attitude. READ MORE